Presenter: Murray Newlands, ChattyPeople, CEO
Every business is going to have a bot. They are cheaper, faster, respond instantly and they can interact with any number of clients simultaneously. If messaging apps become the primary way people communicate, and every business needs a strategy to engage with people on messaging apps, and bots are the only scalable way to do this, then every business will eventually have a bot. That is simple math.
4. Every business is going to have a bot. They are cheaper, faster and respond instantly and
they can interact with any number of clients simultaneously. If messaging apps become the main way
how people communicate, and every business needs a strategy to engage with people on messaging
apps, and bots are the only scalable way to do this, then every business will eventually have a bot.That
is simple math.
6. Bots will be faster than websites or cell phone apps. It can take seconds, or even up to a minute, to load a website.
Bots load instantly. As long as two products are comparable in value, people will always use the one that loads
fastest. In this case, that would be the chat bot. Mobile apps need downloading. They take up valuable
memory your phone and they take time to download. Bots don’t need to be downloaded. You just send them a
message and you’re using it.
When we usually search for information we use Google, Bing etc. Let say that you want to search for job and you
google “jobs in finance in San Francisco ” in the search box. This will bring up, literally, about 24 MILLION results.
7. An Internet search engine allows anyone to search for
practically anything. However, when we want to delve
deeper into a domain, this vessel has its limitations.
Google doesn’t really narrow things down for you. It’s
about giving you as many possibilities as possible, not
about zeroing in on what you really need.After you’ve
typed in those few words on Google, its job is done. It is
now up to you to sift through all those websites that Google
has brought up under your search. You’ll have to click on
every website and most likely have to do a few more
searches to start getting the information you were after in
the first place.
9. It takes a lot of time and energy to do in-depth web
searches. It is even more annoying if you have to
search for something that should technically not take
too much of your time, like when you are searching for
bakery near you, if you search in Google, then it brings
up some names (the top options are most likely to be
sponsored ads) and then about 930,000 other results
that you have to trawl through.
11. Chatbots, will change the in information searching. This
might potentially change how you search for information,
forever.
Instead of just listing hundreds of thousands of search
results, specialized chatbots in different domains do the
most of the work for you.
And what’s even more spectacular is that the chatbot, is
built not just to pass information, but to include task
execution. And to include task execution, will be the key to
the upcoming change.
A future where bots kill websites and mobile apps isn’t
certain, but I believe it is very likely.
14. Scripted chatbots
No Artificial Intelligence
Trained to do one/few things
Only as smart as it’s programmed to be
Communicates in a structured manner
15. NON Scripted chatbots
Artificial Intelligence
Learn over time
BUT Facebook pulled whit.ai– not good enough
19. What Ecommerce customer service failure looks like
Can not find the product they are looking for
Lack of information to make purchase
Slow or no product tracking & updates
Communication done entirely by slow, outdated email
Checkout is too complicated, not streamlined
Customer can not get help when needed
Difficult to buy products (forms/carts/email signups)
20. What Ecommerce customer service failure looks like
Customers want answers now not later
Customers hate customer support which is slow and unhelpful
Customers want expert advice not a soft vague answer
21. What Ecommerce customer service failure looks like
Call center staff change jobs ever 9 months
Call center staff hate repetitive questions
Call center staff want to help but do not know the answers or have time
23. Bot solution:
Always online
Real time answers
Instant messaging updates
Immediate help then- transferred to real person who
has more time
Help finding products
Help with detailed answers
In conversation purchase – buy from the bot
24. Customer satisfaction
65% of consumers feel good when they resolve a
customer service issue without a live person.
70% prefer to use chatbots to interact with companies
for simple/moderate interactions.
69% say they use a chatbot once a month.
77% say that tech has significantly changed their
expectations of how a company should interact with
them.**
32. Why do bots fail?
Not fun or engaging
ill-prepared for all questions, can’t improvise
Not on brand
Bot is replicating your website UI
Difficult to get to a real person if needed
33. Bot engagement
Personalization
Start with mobile
Make interactions useful for customer &
you
Always type first – 25% of users who
have to type first drop off
Keep it fun – Emojis make sessions 85%
longer
34. What to think about
What is the user’s need?
Content is the user experience?
Use a tool or platform = easy to get
started/change
Test and iterate
Publish and promote
Test and iterate
35. How to think about chatbots
Think about bots like another user, with
limitations
Bots are similar to you an me in that they:
Have profile photos and names
Can be mentioned or DM’d
Can post messages
Can upload files
Can be given personality – conversation
style
36. Making a great bot
Introduce the bot “Hi, I am [x] bot”
Never leave the user unsure
Account for typos
Make “help” an easy option
Make transferring to a human an easy
option
37. Do’s and Don’ts
Do keep it simple to start
Do find problems
Don’t think your bot won’t fail queries,
so plan for it
Don’t think bots replace customer
service agents – they only enhance
Do consider what your bot offers that
your site or app doesn’t.
38. Where are your users?
Which social networks are best for your
product? Your users?
Facebook is rich
Twitter is public
BUT not just on social – on your website